AXA PPP Health Insurance Review

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accuraone's Review of AXA PPP Health Insurance

20th Nov 2007

Overall Rating

0 stars
  • Value for money
    0 stars
  • Customer service
    0 stars
  • Have you made a claim?
    Yes
Good Points

none


Bad Points

Too many to mention


General Comments

AXA sent us a letter confirming it was OK to proceed with treatment, my partner then booked an appointment with an NHS consultant for a knee examination and subsequent referral for an MRI - all to be covered by our policy.

We then chased up confirmation of cover only to be advised that the letter related to something else, and that they would not cover treatment as it was classed as pre-existing,(she had an arthroscopy 4 years ago). We stated that the symptoms were very different but they advised the GP had not confirmed this in his original letter (which we'd paid £25 for)

We asked AXA for a copy of the letter from the GP but they said (get this!) that they couldn't provide it due to data protection! So on AXA's advice we paid for another letter confirming that it wasn't a pre-existing condition (and had the GP send us a copy)

We then called AXA to chase (by this stage partner now unable to walk properly) - Another adviser stated that they still regard it was pre-existing - note how we have chased at each stage rather than AXA confirm their decision in writing.

When we stated that a previous adviser told us to get a GP letter confirming it wasn't pre-existing in order for cover to be agreed, he stated that his colleague was wrong to advise this. When we suggested a scenario of her knee spontaneously combusting or being shot off he said they would still not cover it as that body part has had something wrong with it before.

The knee is one of the most complex joints in the body and many things can go wrong - in my opinion, AXA seems to make it difficult to put in a claim as their terms and conditions to me are confusing. I feel that I have been mis-advised, and the claim has cost me extra money getting GP letters.

We're going with BUPA and will be filing a complaint with the ombudsmen.

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